Sonia Schmidt
Wilmington,NC
Summary
Accomplished leader with expertise in strategic planning and team building, honed at Ohio Bureau of Workers' Compensation. Enhanced operational efficiency by 20% through innovative process improvements. Adept in data analytics and effective communication, fostering a collaborative environment. Proven track record in achieving organizational goals and driving continuous improvement. Priority on the customer experience and focus through collaboration with external stakeholders to enhance service offerings.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Supervisor
Sheetz Inc
Wilmington, NC
04.2023 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Account Examiner 2 Supervisor
Ohio Bureau Of Workers' Compensation
Columbus, OH
10.2014 - 10.2023
- Nine years supervising Account Examiner 2's and Account Examiner 4's.
- Oversee high inventory levels for a customer base of approx 250,000.
- Analyzing and processing financial transactions for a multi billion dollar state insurance fund.
- Implementation of online straight through processing for employers needing to secure coverage.
- Determine ratings per NCCI classifications assigned and risk level for employers.
- Process adjustments to payroll reported for employers' worker's compensation policy.
- Monitor inventory of several categories to assign to staff meeting deadlines.
- Customer service provided via e-mails, fax, chat, telephone and in-person to address any matters.
- Represent the Ohio Bureau of Worker's Compensation in adjudication and administrative hearings.
- Supervise staff for nine years responsible for the maintenance or employer's worker's compensation policies, to include processing of payroll, additional entities added to policies, all demographic updates, business transfer and acquisition details, adjustments to payroll processed, cancellation of coverage, process applications requiring additional review for processing, analyzing to determine if audit referrals are needed, and processing of payments.
- Participated in ongoing professional development opportunities to stay current on industry changes and maintain expertise in the field.
- Product owner for Agile project to design, create and implement AI functionality for new applications and processing within minutes.
- Business owner for Agile project to ensure compliance with state laws and rules when extending worker's compensation coverage for employers operating in Ohio.
- Manage in-person staff and remote supervision for staff in field offices.
- Contributed positively to organizational reputation by consistently demonstrating professionalism, integrity, and expertise in the role of Examiner.
- Provided clear explanations of decisions made during examinations, enhancing transparency between applicants and organization.
- Developed strong relationships with internal and external stakeholders, fostering open communication and collaboration.
- Managed high volume caseloads, prioritizing tasks to meet strict deadlines while maintaining attention to detail.
- Collaborated with team members to develop best practices for reviewing applications and maintaining accuracy.
- Ensured compliance with relevant laws, policies, and procedures throughout the examination process.
- Conducted comprehensive reviews of complex applications, ensuring all necessary documentation was obtained before rendering a decision.
- Analyzed information gathered from investigations and reported findings.
- Examined forms to determine updates needed.
- Served as a subject matter expert on specific industries or types of applications, guiding colleagues in their evaluations when needed.
- Reduced processing time by implementing streamlined workflows for more efficient application reviews.
- Assisted in the development of training materials, improving examiner knowledge and skillsets.
- Maintained confidentiality and security of personal information to protect customer privacy and prevent identity theft.
- Kept up-to-date with state and federal regulations to prevent errors and fraud.
- Performed routine data entry or document management.
- Stayed up-to-date on State laws and licensing requirements to complete accurate and efficient reviews.
- Worked closely with applicants to verify accuracy and integrity of application data.
- Processed payments for fines and fees, post payroll to calculate premiums, issued receipts, updated account balances, and certificates of coverage.
- Responded to in-person, chat, e-mail, and telephone requests for information from general public, attorneys, third party administrators, and other involved parties.
- Assisted newly hired examiners in learning about application reviews and verification procedures, performance strategies and customer service techniques.
- Created documents with applicant information and verified data against Type database information.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Pioneered adoption of new technologies that streamlined tasks and enhanced productivity across team.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
- Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
- Educated staff on organizational mission and goals to help employees achieve success.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Gathered, organized and input information into digital database.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained database systems to track and analyze operational data.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Devised and implemented processes and procedures to streamline operations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Management Analyst 1
Ohio Bureau Of Workers' Compensation
Columbus, OH
10.2012 - 10.2014
- Developed comprehensive reports, providing valuable insights into business performance and aiding in strategic planning efforts.
- Served as a subject matter expert on management analysis principles, providing valuable counsel to stakeholders during critical business planning sessions.
- Evaluated existing systems and processes, identifying inefficiencies and recommending modifications for optimal performance.
- Assisted in change management initiatives, ensuring a smooth transition during organizational restructuring efforts.
- Enhanced client satisfaction, developing and implementing tailored solutions based on specific needs assessments.
- Advised senior management on strategic decisions, leveraging in-depth industry knowledge.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Produced detailed and relevant reports for use in making business decisions.
- Gathered, documented, and modeled data to assess business trends.
- Restructured procedures through coordination with compliance director to create and execute projects.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
Public Inquiries Officer
Ohio Bureau Of Workers' Compensation
Columbus, OH
11.2006 - 10.2012
- Provided expert guidance on best practices, resulting in improved overall organizational effectiveness.
- Streamlined communication channels between departments by implementing efficient reporting structures that facilitated collaboration among teams.
- Evaluated current processes to develop improvement plans.
- Developed training program for new service representatives, equipping them with essential skills for high performance.
- Streamlined report generation processes, developing templates that reduced preparation time.
- Enhanced team productivity by implementing agile management practices, adapting quickly to changing priorities.
- Streamlined company operations, leading cross-functional teams within call center.
- Conducted performance evaluations to identify areas for improvement, setting actionable goals for team members.
- Facilitated workshops on organizational development, fostering culture of continuous improvement.
- Developed comprehensive reports, providing valuable insights into business performance and aiding in strategic planning efforts.
- Evaluated existing systems and processes, identifying inefficiencies and recommending modifications for optimal performance.
- Assisted in change management initiatives, ensuring a smooth transition during organizational restructuring efforts.
- Facilitated workshops and training sessions to enhance employees'' understanding of new methodologies and techniques in management analysis.
- Leveraged data-driven insights to optimize resource utilization, leading to increased profitability across various departments within the company.
- Enhanced client satisfaction, developing and implementing tailored solutions based on specific needs assessments.
- Supported implementation of new IT systems, ensuring seamless integration with existing processes.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Gathered, documented, and modeled data to assess business trends.
Employer Service Representative
Ohio Bureau Of Workers' Compensation
Columbus, OH
07.2004 - 11.2006
- Spearheaded the implementation of innovative tools and technologies designed to improve workflow efficiency throughout the organization.
- Contributed significantly to the development of long-term strategies by working closely with executive leadership on risk assessment, market research, competitor analysis, industry trends evaluation.
- Reduced costs for the organization by identifying areas of improvement and recommending cost-saving measures.
- Facilitated adoption of new technologies, conducting training sessions to ensure staff competence.
- Provided expert guidance on best practices, resulting in improved overall organizational effectiveness.
- Managed complex projects from inception through execution while maintaining strict adherence to budgetary constraints and timelines.
- Developed training program for new analysts, equipping them with essential skills for high performance.
- Facilitated workshops on organizational development, fostering culture of continuous improvement.
- Served as a subject matter expert on management analysis principles, providing valuable counsel to stakeholders during critical business planning sessions.
- Evaluated existing systems and processes, identifying inefficiencies and recommending modifications for optimal performance.
- Assisted in change management initiatives, ensuring a smooth transition during organizational restructuring efforts.
- Enhanced client satisfaction, developing and implementing tailored solutions based on specific needs assessments.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Supported implementation of new IT systems, ensuring seamless integration with existing processes.
Education
Associate Of Business Administration - Business Administration And Management
Columbus State Community College
Columbus, OHBachelors In Human Resource Management - HRM
Franklin University
Columbus, OH04.2022
Skills
- Agile product and business owner
- Goal oriented
- Customer service
- Strategic planning
- Attention to detail
- Complex problem-solving
- Staff development
- Staff discipline
- Team building
- Process monitoring and improvement
- Policy enforcement
- Schedule development
- Inventory oversight
- Conflict resolution
- Business administration
- Financial management
- Data analytics
- Training, coaching, and mentoring
- Policy and procedure development
- Payroll processing
- Task delegation
- Quality control
- Performance management
- Change management
- Human resources management
- Interpersonal skills
- Idea development and brainstorming
- Logistics coordination
- Analytical skills
- Professional demeanor
- Customer relationship management
- Self motivated
- Time management skills
Accomplishments
Fridley Award - Ohio Bureau of Workers' Compensation - Recognized for identifying a risk and need for improvement for cost saving measures for the agency.
Employee of the month - Two months was recognized
Interpersonal Skills certificate - Franklin University
Certification
ServSafe
Timeline
Supervisor
Sheetz Inc
04.2023 - Current
Account Examiner 2 Supervisor
Ohio Bureau Of Workers' Compensation
10.2014 - 10.2023
Management Analyst 1
Ohio Bureau Of Workers' Compensation
10.2012 - 10.2014
Public Inquiries Officer
Ohio Bureau Of Workers' Compensation
11.2006 - 10.2012
Employer Service Representative
Ohio Bureau Of Workers' Compensation
07.2004 - 11.2006
Associate Of Business Administration - Business Administration And Management
Columbus State Community College
Bachelors In Human Resource Management - HRM
Franklin University